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EK360 reports on Enhanced Care from the perspective of patients, carers and staff

In the Autumn of 2023, EK360 was commissioned to undertake, on behalf of the Kent and Medway Integrated Care Board (ICB), an evaluation of the Enhanced Care provision across all its acute hospital trusts and a community health trust.

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By listening to patients, carers and staff with direct experience of the provision, the interviews conducted by EK360 formed part of the ICB’s review of the delivery of Enhanced Care, the aims of which include: standardising decision-making for delivering Enhanced Care, improving the experience for both patients and staff, and expediting effective discharges from emergency care and wards.

Enhanced Care provision is aimed at supporting the most vulnerable patients, those who present with a combination of physical healthcare needs and increased support needs or vulnerabilities, such as a serious mental illness, dementia, a delirium or other complex needs.

Between November 2023 and January 2024, EK360 engagement specialists, including staff with lived experience of mental health, attended multiple hospital sites across the county.


Experiences of staff, patients and carers varied across hospital sites, but common topics raised included: staffing levels and training, the need for greater awareness of the provision among other staff and the level of support available to staff providing enhanced care.


Amy Daniels, Kent and Medway ICS Project Lead for Enhanced Care, said, “EK360 went above and beyond to respectfully gain access to sites during the months of winter pressure, resulting in insights that will be invaluable to improving the  Enhanced Care provision across Kent and Medway.”


Sue Alder, MD of EK360, said, “This was an exciting project to be part of and we were so grateful to all the staff, patient and carers, who generously shared their experiences of often challenging situations in order to shape the Enhanced Care service of the future for other patients.” 


Set up in 2014, EK360 has over a decade of experience and expertise in independent engagement, working with an eclectic range of organisations from the National Trust and Kent & Medway Cancer Alliance to a variety of councils and NHS trusts. As a community interest company, profits are reinvested to improve the lives of other people.





The sites EK360 visited were: Darent Valley Hospital, Faversham Cottage Hospital, Medway Maritime Hospital, Maidstone Hospital (ED), Tunbridge Wells Hospital (ED), Queen Elizabeth The Queen Mother Hospital (ED) and Whitstable and Tankerton Hospital.


For further details please email:

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